Citi HK - GCB - Lifestyle Relationship Manager Team Head, Affluent Products in Hong Kong

  • Primary Location: HK,Hong Kong,Hong Kong

  • Education: Bachelor's Degree

  • Job Function: Sales

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17027994

Description

  • Manages a team of Lifestyle Relationship Managers to ensure proactive and tailored account management of Ultima clients, ensuring “client first” experience, and compliance with internal and regulatory requirements

  • Inspires, recognizes, and provides a motivational environment through daily coaching

  • Ensure smooth and efficient operations of the team to maximize client excellence, profitability and driving growth within the framework and compliance while protecting the Lifestyle Manager Team

  • First party of escalation in resolving customer enquiries, special requests and/or complaints

  • Manages and develops talent to achieve sales goals and fosters a culture of integrity, client focus and accountability

  • Lifestyle Relationship Manager Team Head will also manage portfolio accounts, whereby he/she will act as a single point of contact of selected top-tier discerning cardholders

  • As Lifestyle Relationship Manager, responsible for providing proactive and tailored account management. This includes providing exceptional Lifestyle Concierge and account related services to Citi's ultra-high net-worth clients, ensuring clients' needs are met and exceeded (where possible) in order to deliver a highly memorable and valuable experience

  • To work closely with the Affluent Product & Marketing team, Relationship Managers and CitiPhone in order to create a superior product for super affluent segment together, by providing continuous customer feedback on the product & services

  • To liaise and monitor the services provided by external vendors to ensure delights at reasonable cost

Qualifications

  • University graduate with minimum 7 years’ experience in sales management role and/or service management experience. Relevant experience in servicing affluent customers is a MUST

  • Good knowledge of bank products, compliance and operations and procedures

  • Strong people management, communication and problem solving skills

  • Fluent and articulate in English, Cantonese and Mandarin. Working knowledge of Chinese Dialects, Japanese or European languages will be a plus

  • Outstanding problem solving skills with the ability to resolve complex customer service enquiries in a prompt, courteous and professional manner

  • Strong attention to details and administrative capabilities

  • An ability to demonstrate strong empowerment and decision making skills with excellent verbal and written communication

  • Cooperative and work effectively in a team

  • Required to attend events in the evenings and/or weekends

  • A flair for creativity and a genuine interest in travelling, fashion, the arts, music, sports, film and theatre would be an added advantage

  • Ability to understand the lifestyle of affluent segment will be a plus.